Service Level Agreement
UTS – Emory Business School
This document outlines the Hosting Storage Services Service Level Agreement (SLA) between University Technology
Services (UTS) and the Emory Business School. The purpose of this agreement is threefold:
1. To clearly represent the capabilities of the service
2. To establish a shared set of expectations regarding the operation and support of the service
3. To provide a framework for bidirectional communication regarding overall satisfaction with the service
Service Description
UTS Infrastructure will be responsible for providing and maintaining Hosting Storage Services for the purposes of data
storage to the Emory Business School. This service has been designed to include:
1. Management of EMC CX series array, Cisco SAN switches, and Fiber channel links between the North Decatur
building and the Business School.
2. Capacity Planning of fiber channel network and EMC CX storage array
3. Support Services for SAN zoning, and CX provisioning
4. Trouble Shooting for SAN components, and CX storage components
5. Management of EMC support contracts for CX and Cisco SAN Switches
Scope of the Agreement
The scope of this agreement has been defined as the 2009-2013 academic years (4 years). This agreement includes the
software, hardware, and infrastructure components operated and maintained by UTS to deliver the complete service.
Attachment A contains a detailed list of specific Hosting Storage Services and support targets included within the scope
of the UTS Hosting Storage Service offering for the Emory Business School. The specific support needs for the Emory
Business School are listed in Table 1.0. Please note it is assumed the estimates provided in this table are +/- 10%.
Recognizing the Emory Business School may have unique needs; the support requirements have been defined as items
1-5 listed in the service description above.
One of the initial tasks UTS will perform to implement this service will be to place the Business School on a standalone
dedicated Disk Array storage system. This step will mitigate risks that would be caused by unreliable fiber extension due
to construction or other factors on the Emory campus. As a part of this offering UTS will install dedicated fiber pairs from
the Emory School Business to the North Decatur Datacenter creating the environment to support this arrangement.
Geographically diverse routes will be used to provide the highest level of redundancy.
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Service Level Agreement
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Items included within the scope of this agreement
Storage Array
 3 Years
 4 Years
Network Switches (related to fiber extension)
 3 Years
 4 Years
Management of fiber channel links between Business School and NDB
 3 Years
 4 Years
Data will be hosted from the NDB
 3 Years
 4 Years
 3 Years
 4 Years
Business School will have the option of using other UTS storage devices
based at the data center on White Street for the purposes of disaster
recovery
Other
Table 1.0
Items and functional areas that are outside the scope of this agreement include the components listed below.
Items NOT within the scope of this agreement
Management of Storage devices other then the hosted CX and Cisco Fiber channel switches
Management of Host bus adapters.
Table 2.0
Assumptions
1. UTS will be responsible for managing maintenance, repairs, and upgrades on Hosted Storage components.
2. UTS will provide primary provisioning support for SAN and Storage ARRAY components.
3. Emory Business School will be responsible for maintaining their server environment; troubleshooting server based
storage and related hardware (e.g. HBA).
4. Emory Business School and UTS will delegate storage provision function as necessary.
5. Requests to the Emory Storage Team should be submitted via a Remedy ticket, indentifying the storage team by
selecting the AAIT/ITS/Storage queue.
6. All hosts will be connected to both the A and B fabric to provide full fabric redundancy.
Legal Requirements
This service must comply with the following legal/compliance regulations:
 None
 HIPPA
 FERPA
 SOX
 Other:
Availability
Availability, maintenance windows, and change management are applicable to any applications listed as in scope in
Table 1.0.
Availability is the percentage of time the service is operational and ready for use. Some services can be designed for
high availability by increasing the reliability, scalability, and fault tolerance of the individual components. Because high
availability always comes at a cost in both money and additional complexity, organizations must make careful tradeoffs.
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Service Level Agreement
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At times, services may be partially available, meaning that some customers are working and others or not. Alternatively,
it could be that some features are working while others are not. Adjusting for partial availability gives a more accurate
reflection of how well the service is performing but is more complex to calculate. Refer to Attachment C for a diagram
of department applications and the method(s) used to calculate availability.
Maintenance Windows
All application and servers require regularly scheduled maintenance windows in order to:
1. Apply required security patches and updates
2. Keep the application current and up to vendor supported patch levels.
UTS will make every effort to minimize the impact of maintenance on the availability of the service. However, you
should know that the service might be unavailable during a portion or the entire maintenance window.
The standard maintenance period begins at 6:00pm on Saturday and extends until 6:00am on Sunday (12 hours). The
schedule for the current academic year is listed in Attachment D. Not every service undergoes maintenance every
month. Specific service outage timeframes are listed on the Change Management calendar posted at:
http://cm.service.emory.edu.
In addition to the defined maintenance windows, there may be specific scheduled events that require additional
maintenance outside of the normal windows. All scheduled events are communicated with the customers well in
advance to allow for proper planning.
At times, a mission critical service or infrastructure component may require an exception to the standard maintenance
schedule. The maintenance agreement for this service is:
Standard UTS monthly maintenance window
x Quarterly maintenance
 Other:
Service Hours
In addition to regular maintenance, there are other times when a service may not be required. For instance, some noncritical services may only need to be up and running during office hours. Selecting service hours has implications for
engineers and customer support personnel. Excluding maintenance, this service is available:
 Platinum (7 x 24 x 365)
 Gold (Monday – Friday, 7:00am – 9:00pm excluding Emory holidays)
 Silver (Monday – Friday, 8:00am – 5:00pm excluding Emory holidays)
 Other:
Two options are available to augment the standard business hours to address the specific needs of the Executive staff.
Both options require additional funding as depicted in Attachment B.
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Service Level Agreement
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Service Changes
For department and enterprise application support, there may be times when you request new capabilities or other
changes intended to improve the service. All service changes (except for emergencies) must be scheduled through the
UTS Change Management process, described in Attachment E. Emergency changes are those required to restore the
service to normal operations, such as dealing with an outage. Emergency changes are executed as quickly as possible,
without the need for a Change Committee.
Service Target
Availability of fiber channel extension between NDB and Emory Business School has a defined service target of 99.9%
Availability of Storage Array 99.9%
Service Level Reporting
UTS will gather the information on regular intervals and will consolidate the results into reports that are shared with the
customer on a regular basis. Service Level Reporting is important to provide regular open communications with the
customer, identify areas of improvement, agree upon any corrective plans, and generally review and align the service
with the customer and business requirements. The reporting cycle for this service is as follows:
 Monthly
 Quarterly
 Annual
 Other:
Service Performance Review
This document will be reviewed and amended based upon mutual agreement on an annual basis. This review will
include updates to service level targets, effective dates, costs, and other specific items as required.
Problem Reporting
Customer should report all critical problems to the UTS Help Desk at 404-727-7777. The Help Desk is staffed to respond
quickly to customer requests and escalate to the appropriate team to restore to normal service as quickly as possible.
Service Requests
The customer may request a work order or report a non-critical problem by directly entering their request at
http://help.emory.edu or by calling the Help Desk at 404-727-7777. Additionally, the customer can also view and check
on the status of their request at this location. All service requests are addressed during normal business hours (M-F,
8:00am – 5:00pm, excluding holidays).
Incident Response Times
An Incident is any disruption to the normal operation of the service. UTS will accept and resolve incidents as defined in
the UTS Incident Management process included in Attachment F. The standard UTS Incident Response Service Level
Agreement targets apply to services provided within this agreement. The response time targets are based on the
priority assigned to the incident in the UTS IT Management software, Remedy.
Critical
Generally reserved for a total loss of service
High
An issue which severely impacts the availability
Medium
Issue which could impact service availability if not quickly resolved
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Low
This type of incident has no impact on availability
Contact Points & Escalation
The primary contact points for the service are listed in the table below. These contacts will be notified as depicted in
the Escalation Procedure when responding to service outages or other critical service impacts.
UTS Contacts
Role
Service Owner / Manager
Contact
Russ Norman
Phone
404-727-1106 (o)
404-889-1062(m)
404-727-7686 (o)
404-274-0643 (m)
Email
Director
Paul Petersen
Contact
Phone
Email
Barbara Maaskant
404-727-3325
bamaask@emory.edu
rnnorma@emory.edu
paul.petersen@emory.edu
Customer Contacts
Role
IT Tech Lead
Associate Dean, IT
Escalation Procedure
When there are critical service(s impacting events, there is an escalation procedure in place to provide the necessary
visibility and management attention.
Begin
Critical
Priority?
Yes
Page
Service
Owner
15 Minute
response?
No
2nd Page to
Service
Owner
Yes
No
Yes
15 Minute
response?
Yes
End
Escalate to
Service
Director
No
15 Minute
response?
Esclate to
Service
Manager
No
Cost of Service
The costs of many UTS services are met through the University allocation model. Some services with a delimited user
base also have an additional cost.

All costs paid through the standard University allocation model

Additional costs are assessed for this service (details included in Attachment B)
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Service Level Agreement
UTS – Emory Business School
Approval
Service
Service Owner
Customer(s)
Hosting Services for Storage
Russ Norman
Emory Business School
Effective Date
Termination Date
Approval:
Name
Title
Barbara Maaskant
Associate Dean, IT
Paul Petersen
UTS Director
Brett Coryell
Deputy, CIO UTS
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Date
Signature
Service Level Agreement
UTS – Emory Business School
Attachment A – UTS Hosting Storage Service for Business School
Service Request
Provisioning of new
storage by UTS
Target*
Provisioning of new Zones
12 hours
Storage array expansion
Disk repair or hardware
repair
21 days
Based on
incident type
Based on
incident type
Based on EMC
service SLA of 4
hour response
Real time monitoring of
storage environment EMC
ESRS support, etc
1 hour
24 hours
Emergency Provisioning
Emergency Zoning
In Scope
Provision request normal business hours. Storage is
available on the array
Provisioning request during normal business hours
Addition of new storage on the CX array. This
represents a planned expansion and is depends on
budget approval
All hardware issues. The hardware is redundant.
UTS will manage EMC support on enforce all service
SLAs.
UTS will maintain and assure the monitoring
infrastructure is functioning. UTS will also provide
additional monitor to assure EMC is responding to
monitoring events
Out of Scope
Weekends or before 7:00AM or after
5:00PM
Weekends or before 7:00AM or after
5:00PM
Addition of additional storage arrays
Fiber cable cuts
*Business Days (Monday – Friday, excluding Emory Holidays)
**From receipt
Attachment B – Detailed Cost of Service
The IT Support service has two possible funding approaches. For the initial set of customers the cost is met by an initial
budget transfer. For new departments or customers, there is a per system annual cost. The cost of the service for the
Emory Business School is:
 The cost for the support services defined in this agreement for the Emory Business School is based upon the initial
budget transfer included as part of the overall consolidation initiative.
 The cost for the support services defined in this agreement for [Customer] is based upon the per system cost for the
inventory figures listed in Table 1.0:
In the event the support needs of the business unit expand from the in scope requirements defined in this document,
UTS may require additional funding from the Emory Business School to provide consistent quality support. This cost is
included in Table 3.0 along with the current annual costs for the support options.
Annual Cost
Based on array purchase cost per GB. A $0.10/GB infrastructure charge
will be applied to cover DC and UTS support costs.
Table 3.0
Attachment C – Availability
Availability of fiber channel extension between NDB and Emory Business School has a defined service target of 99.9%
Availability of Storage Array 99.9%
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Attachment D - Monthly Maintenance Windows
The maintenance schedule for the 2008/2009 academic year is:
2008
September 13-14
October 11-12
November 22-23
December 13-14
2009
January 10-11
February 14-15
March 14-15
April 18-19
May 16-17
June 13-14
July 11-12
August 8-9
You can view specific services affected each month and planned changes online at: http://cm.service.emory.edu
Attachment E - Change Management
The UTS Change Management procedure is described at: http://it.emory.edu/itil-change
Attachment F - Incident Management
The UTS Incident Management procedure is described at: http://it.emory.edu/itil-incident
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